National Accounts Technical Coordinator

Primary Function

Are you mechanically inclined?  Do you love solving problems and helping people?  If so, our National Accounts Technical Coordinator position at A. O. Smith might be the perfect role for you! The ideal candidate will be extremely professional, customer focused, easy to work with. A highly organized and detail-oriented individual with outstanding communication skills; both verbal and written, and must be adaptable, with the capacity to adjust to change quickly. We are willing to train the right person.  

Scope of Responsibility

Employee will coordinate planned, and emergency, replacement of water heaters for national restaurants, and other hospitality organizations.  Activities include arranging delivery of the water heater, communicating with service providers, store managers, and facility managers as to the status of the project.  Employee will utilize SalesForce along with paying the providers and invoicing the customer for services provided. 

Volume of activity:

# of restaurant or hospitality customers: 142

# of replacement water heaters each year: 3,500

Responsibilities

Role Specific Responsibilities

• Serve as the single point of contact for all replacement requests from the field for restaurants or other hospitality organizations.
• This role will be responsible for organizing and facilitating all aspects of planned and emergency replacement of water heaters.
• The incumbent will coordinate heater and part replacement with customers and the field service group. 
• This job will require scheduled on call service after regular hours.
• Individual must be able to maintain a good relationship with all department personnel, with the best interest of the customer and company in mind.
• Send out and review replacement check lists for each request, assisting customers as needed with the process.
• Review and approve equipment requested for replacements.
• Maintain all replacement paperwork and verifications for warranty issuance.
• Perform various other functions within the department as determined by the supervisor or manager.
• Shifts available between 7am and 7pm
• Work days available are Monday - Friday, Tuesday - Saturday, and Sunday - Thursday
• On-call responsibilities REQUIRED. On-call responsibilities will be done in a block of 7 consecutive days on a rotating basis.

Qualifications

• Strong verbal and written communication skills
• Fundamental knowledge of Excel and Word
• Must be able to follow through on work assignments promptly
• Individual must be independent and detail oriented
• Must be able to maintain confidentiality
• Knowledge of SAP, Excel, Word, and SalesForce is a PLUS
• Strong communication skills and the ability to maintain good working relationships with customers, providers, and co-workers

Education

Years of Experience

We Offer

Competitive base salary and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.